Executive Summary

A high-growth, venture-backed SaaS company decided to upgrade its customer support platform by migrating from Zoho Tickets to HubSpot Service Professional. The project focused on unifying support channels, empowering customers with self-service tools, and providing the support team with a more powerful and efficient service desk.

• Completed a full migration of historical ticket data from Zoho Tickets to HubSpot.
• Successfully launched a new HubSpot Service Desk, Customer Portal, and consolidated support channels.

About the Client

The client is a high-growth, venture-backed technology company in the B2B Software-as-a-Service (SaaS) industry. They provide enterprise-level solutions to a growing number of clients across Southeast Asia and North America.

The Challenge

The client’s existing support system, Zoho Tickets, was becoming a significant pain point. It lacked the integration capabilities and advanced features needed to provide a world-class customer experience. Their support team struggled with managing inquiries across different channels, and customers lacked a central portal for self-service, leading to higher ticket volumes and inefficient resolutions.

The Solution

The solution was a comprehensive implementation of HubSpot Service Professional. This involved several key workstreams: first, a carefully managed migration of all existing tickets and customer data from Zoho to HubSpot. Simultaneously, the new Service Desk was configured with automated workflows and routing rules. A new, user-friendly Customer Portal was built to host a knowledge base and allow customers to track their ticket status. Finally, all support channels (email, chat, forms) were unified within HubSpot.

The Results

The move to HubSpot Service Hub has revolutionized the client’s customer support function. The support team is now more efficient, with a unified view of all customer conversations and powerful automation tools at their fingertips. The introduction of the Customer Portal has empowered customers to find answers on their own, and the seamless migration ensured no loss of historical data, providing valuable context for ongoing customer relationships.